Job Details

Job Title: SERVICENOW ITSM

SKILL SET: Incident Management Analyst / ITSM Analyst (Junior)

Job Description:

We are seeking a detail-oriented and proactive Incident Management Analyst to support the development, configuration, and optimization of IT Service Management (ITSM) functionalities. The candidate will work under senior guidance to ensure smooth incident handling, timely resolution, and continuous improvement of ITSM processes.

Key Responsibilities:

• Assist in developing and configuring ITSM modules (Incident, Problem, Change, CMDB, etc.) under the guidance of senior team members.
• Monitor and manage incident lifecycles, ensuring incidents are logged, categorized, and assigned correctly.
• Coordinate with technical teams to drive timely resolution of incidents and minimize business impact.
• Maintain and update incident records, ensuring accuracy and adherence to SLAs.
• Support in conducting root cause analysis (RCA) and preparing reports.
• Contribute to the creation of knowledge base articles, SOPs, and documentation.
• Assist in performing ITSM tool enhancements, workflow updates, and process automation activities.
• Ensure compliance with ITSM best practices and organizational standards.
• Participate in service reviews, audits, and process improvement initiatives.

• Bachelor's degree in Computer Science, IT, or related field.
• Basic understanding of ITIL principles and ITSM processes.
• Familiarity with ITSM tools (ServiceNow, BMC Remedy, Jira Service Management, etc.) is a plus.
• Strong analytical and documentation skills.
• Good communication and coordination abilities.
• Ability to work closely with senior team members and follow structured guidance.

• ITIL Foundation Certification (optional but desirable).
• Entry-level experience or internship in IT support or IT service management.
• Understanding of workflow configuration and ticketing systems.